Job summary
As
part of an expanding team we are looking to recruit a Technical Support
Assistant to work within the ICT Department, assisting in the provision of ICT equipment
support, asset management and various project/deployment activities across the
Trusts large and complex ICT Infrastructure, comprising multiple systems and
5000+ end user devices.
We are looking for applicants that hold a Level
3 qualification in an IM&T related subject or those that have practical
experience of working with and supporting ICT hardware and software.
Previous applicants need not apply
Main duties of the job
To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by:
- Ensuring a prompt and efficient response to our end users,
- Fulfilling requests and resolving issues quickly and efficiently,
- Maintaining good communication at all times,
- Being responsive, adaptable and organised,
- Maintaining a good level of technical knowledge.
This role will be based within an expanding team at Sunderland Royal Hospital however will be required to work at locations throughout the Trust. The role will typically work between 8.30am 5.00pm Monday to Friday however occasional work outside of these ours may be required.
About us
Please help us by adding your telephone number to your application form this will allow us to contact you quickly if required.
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.
We welcome all applications irrespective of peoples race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under- represented groups. Looking after our workforces health and wellbeing is a priority for STSFT. We also provide access to high quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements.
Job description
Job responsibilities
To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by:
- Ensuring a prompt and efficient response to requests;
- Fulfilling requests and resolving issues quickly and efficiently.
- Maintaining good communication at all times;
- Maintaining a good level of technical knowledge.
To contribute to the Trusts service to patients by:
- Ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care;
- Minimise disruption to staff due to IT equipment or system failures by providing an efficient and effective support service;
- Undertaking the installation, configuration and deployment of IT equipment and software;
- Maintain accurate and timely IT service management and asset records as well as undertaking asset audit where required,
- Respond to and fulfil users service requests submitted via the IT Service Desk and report back on progress and resolution;
- Provide advice where possible to enable users to resolve their own problems;
- Call on assistance from other members of the IT Department, partner organisations or external suppliers as appropriate.
To support, maintain and deploy the IT equipment and software within the Trust which falls within the remit of the Information and Communications Technology (ICT) Department.
To ensure the delivery of a high quality customer focused service to users of ICT facilities, through the efficient maintenance and deployment of IT Equipment, systems and applications.
To contribute to the operation of an efficient and effective First Line support service by providing cover to the IM&T Service Desk as required.
Work with technical staff to support the delivery of an efficient and effective Second Line support service across all Trust sites/service locations.
PLEASE REFER TO THE ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE
Job description
Job responsibilities
To assist the wider ICT Department in providing a range of IT services to staff working within the Trust by:
- Ensuring a prompt and efficient response to requests;
- Fulfilling requests and resolving issues quickly and efficiently.
- Maintaining good communication at all times;
- Maintaining a good level of technical knowledge.
To contribute to the Trusts service to patients by:
- Ensuring staff are able to use the IT equipment and systems available to them to facilitate and record patient care;
- Minimise disruption to staff due to IT equipment or system failures by providing an efficient and effective support service;
- Undertaking the installation, configuration and deployment of IT equipment and software;
- Maintain accurate and timely IT service management and asset records as well as undertaking asset audit where required,
- Respond to and fulfil users service requests submitted via the IT Service Desk and report back on progress and resolution;
- Provide advice where possible to enable users to resolve their own problems;
- Call on assistance from other members of the IT Department, partner organisations or external suppliers as appropriate.
To support, maintain and deploy the IT equipment and software within the Trust which falls within the remit of the Information and Communications Technology (ICT) Department.
To ensure the delivery of a high quality customer focused service to users of ICT facilities, through the efficient maintenance and deployment of IT Equipment, systems and applications.
To contribute to the operation of an efficient and effective First Line support service by providing cover to the IM&T Service Desk as required.
Work with technical staff to support the delivery of an efficient and effective Second Line support service across all Trust sites/service locations.
PLEASE REFER TO THE ATTACHED JOB DESCRIPTION FOR FULL DUTIES OF THE ROLE
Person Specification
Experience
Essential
- Experience of working with ICT hardware and software
Desirable
- Practical experience of providing IT support in a large organisation
- Knowledge gained through experience within an NHS setting
- Previous direct experience in a similar role
- Experience of working in a helpdesk environment, supporting system users by telephone, electronically and in person
Skills and Knowledge
Essential
- An understanding of installing, configuring and troubleshooting client equipment and systems within a large complex environment
- An understanding of the maintenance, diagnostics and repair of ICT hardware and software
- Excellent interpersonal skills and the ability to communicate with staff at all levels of the organisation, and across multi-agency boundaries
Desirable
- Understanding of the NHS
- Awareness of ICT and technical solutions in NHS
- Knowledge of providing ICT technical support in a large organisation
Other Requirements
Essential
- Must have a willingness to learn and engage in personal development
- Good personal presentation and good interpersonal skills are essential
- Must be mature in outlook and able to be trusted to work in sensitive areas and in the presence of the public
- Excellent interpersonal skills including the ability to build a team and to motivate staff
- May from time to time work outside of normal business hours
- The post holder must be able to travel independently across all Trust sites to meet the travel requirements of the role. Where the post holder is required to use Trust vehicles, they must maintain a full clean driving license
Qualifications
Essential
- Hold a Level 3 qualification in an IM&T related subject OR
- Maths and English at Level 2 (GCSE Minimum grade C/4)
- Have demonstrable practical experience of working with and supporting ICT hardware and software.
Desirable
- A technology or vendor qualification
- Have practical experience of providing ICT technical support within a large organisation
Person Specification
Experience
Essential
- Experience of working with ICT hardware and software
Desirable
- Practical experience of providing IT support in a large organisation
- Knowledge gained through experience within an NHS setting
- Previous direct experience in a similar role
- Experience of working in a helpdesk environment, supporting system users by telephone, electronically and in person
Skills and Knowledge
Essential
- An understanding of installing, configuring and troubleshooting client equipment and systems within a large complex environment
- An understanding of the maintenance, diagnostics and repair of ICT hardware and software
- Excellent interpersonal skills and the ability to communicate with staff at all levels of the organisation, and across multi-agency boundaries
Desirable
- Understanding of the NHS
- Awareness of ICT and technical solutions in NHS
- Knowledge of providing ICT technical support in a large organisation
Other Requirements
Essential
- Must have a willingness to learn and engage in personal development
- Good personal presentation and good interpersonal skills are essential
- Must be mature in outlook and able to be trusted to work in sensitive areas and in the presence of the public
- Excellent interpersonal skills including the ability to build a team and to motivate staff
- May from time to time work outside of normal business hours
- The post holder must be able to travel independently across all Trust sites to meet the travel requirements of the role. Where the post holder is required to use Trust vehicles, they must maintain a full clean driving license
Qualifications
Essential
- Hold a Level 3 qualification in an IM&T related subject OR
- Maths and English at Level 2 (GCSE Minimum grade C/4)
- Have demonstrable practical experience of working with and supporting ICT hardware and software.
Desirable
- A technology or vendor qualification
- Have practical experience of providing ICT technical support within a large organisation
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